Why do my staff freestyle phone calls instead of using our process?
There are really only two reasons, and both trace back to you. The first is slack leadership on the front end. The system never got adopted because the owner never said clearly this is how we do things, so people defaulted to winging it. The second is the veteran with the know-it-all attitude, the person who has been around so long they figure they already have this handled. You can hear that attitude in the recordings. It carries a kind of weight, a quiet condescension, and it does not help close consults. The fix is the same in both cases. Set the standard out loud, then listen to the calls and hold people to it. Freestyling is not a personality trait. It is what grows in the gap your leadership left open.
If the answers you are finding here resonate with you, my team and I work with a small group of clients each year. The next step is a complimentary Discovery Consultation and Practice Review with Dr. McAnally.